Computing device assistance for phone based customer service representative interaction

ABSTRACT

Systems and methods for computing device assistance for phone based customer service representative interaction are described herein. One or more systems include a number of customer service representative computing devices having processors and memory thereon for the storage of executable instructions and data, wherein the instructions are executed to allow at least one of the number of computing devices to control a customer&#39;s computing device such that the customer service representative or executable instructions can select information, related to a phone based customer service representative interaction, to display on the customer&#39;s computing device and display the selected information on a display of the customer&#39;s computing device.

TECHNICAL FIELD

The present disclosure relates to systems and methods for computingdevice assistance for phone based customer service representativeinteraction.

BACKGROUND

Interactions between customers and phone based customer servicerepresentatives (CSR) can be difficult in some instances. For example,customers that do not speak clear English may have difficulties with anEnglish based voice analysis system (e.g., “say one for your accountbalance”). Additionally, information may be difficult to convey over aphone line. For example, a terms and conditions paragraph may requirethe reading of the entire paragraph by the CSR which may be tiresome forthe customer, making the experience difficult and unenjoyable.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates a system that can be used in accordance with one ormore embodiments of the present disclosure.

FIG. 2A illustrates a display of a user device having informationprovided in accordance with one or more embodiments of the presentdisclosure.

FIG. 2B illustrates a display of a user device having another set ofinformation provided in accordance with one or more embodiments of thepresent disclosure.

FIG. 2C illustrates a display of a user device having another set ofinformation provided in accordance with one or more embodiments of thepresent disclosure.

FIG. 2D illustrates a display of a user device having another set ofinformation provided in accordance with one or more embodiments of thepresent disclosure.

FIG. 3 illustrates a method according to one or more embodiments of thepresent disclosure.

FIG. 4 illustrates another method according to one or more embodimentsof the present disclosure.

DETAILED DESCRIPTION

The present disclosure relates to systems and methods for computingdevice assistance for phone based customer service representativeinteraction. One or more systems include a number of customer servicerepresentative computing devices having processors and memory thereonfor the storage of executable instructions and data, wherein theinstructions are executed to allow at least one of the number ofcomputing devices to control a customer's computing device such that thecustomer service representative or executable instructions can selectinformation, related to a phone based customer service representativeinteraction, to display on the customer's computing device and displaythe selected information on a display of the customer's computingdevice.

Systems and methods in accordance with one or more embodiments of thepresent disclosure can be utilized to aid a customer, for example, ininteracting with a customer service representative that may be locatedremotely from the customer and therefore accessible via phone. This maybe beneficial in improving the ability for the customer servicerepresentative to communicate information to the user as information canbe shown on the display of the customer's computing device.

Other benefits can, for example, include enabling the customer servicerepresentative to provide a greater amount of information to the user,such as, for example, policy changes and/or terms and conditions thatmay have had to have been read by the customer service representative inprevious approaches. Additional information about the customer's accountcan be provided during the transaction that may provide contextinformation (e.g., a term summary of the account being discussed showingbalance, credit available, and/or interest rate) that can be referred toby the customer regarding the customer's current interaction with thecustomer service representative. Such systems and methods may also allowfor other offers to be presented to the customer during the interaction(e.g., an offer for an upgraded product or additional product) with thecustomer service representative.

In the following detailed description, reference is made to theaccompanying drawings that form a part hereof. The drawings show by wayof illustration how one or more embodiments of the disclosure may bepracticed.

These embodiments are described in sufficient detail to enable those ofordinary skill in the art to practice one or more embodiments of thisdisclosure. It is to be understood that other embodiments may beutilized and that process, electrical, and/or structural changes may bemade without departing from the scope of the present disclosure.

The figures herein follow a numbering convention in which the firstdigit or digits correspond to the drawing figure number and theremaining digits identify an element or component in the drawing.Similar elements or components between different figures may beidentified by the use of similar digits. For example, 112 may referenceelement “12” in FIG. 1, and a similar element may be referenced as 212in FIGS. 2A-2D.

As will be appreciated, elements shown in the various embodiments hereincan be added, exchanged, combined, and/or eliminated so as to provide anumber of additional embodiments of the present disclosure. Theproportion and the relative scale of the elements provided in thefigures are intended to illustrate the embodiments of the presentdisclosure, and should not be taken in a limiting sense.

As used herein, “a” or “a number of” something can refer to one or moresuch things. For example, “a number of computing devices” can refer toone or more computing devices.

FIG. 1 illustrates a system that can be used in accordance with one ormore embodiments of the present disclosure. In the embodimentillustrated in FIG. 1, the system 100 is provided for computing deviceassistance for phone based customer service representative interactionthat takes place, for example, between a customer on a customer phonedevice 114 and a customer service representative via a customer servicerepresentative phone device 116, for instance, located at a customerservice center 118.

Examples of the customer phone device include a land line phone ormobile phone and could be a smart phone having phone and networkcapabilities. In some embodiments, the customer service representativecould be located in other locations, such as, for example, in a bankbranch location.

A phone call can be initiated by either the customer or the customerservice representative and a phone based interaction dialog begins. Thecustomer and customer service representative can begin discussing anissue in which it would be helpful to provide information to thecustomer via a computing device (e.g., an issue with an insuranceproduct such as a policy change or a banking product such as a balancetransfer or bill payment).

At this point, a computing device interaction can also be initiated tosupplement the phone interaction. It should be noted that a computingdevice interaction can be started at any point during the phoneinteraction between the customer and the customer servicerepresentative.

In the embodiment of FIG. 1, a computing device interaction is createdbetween customer computing device 112 and a customer servicerepresentative's computing device 102. In some embodiments, the customerservice center can have multiple computing devices having processors andmemory thereon for the storage of executable instructions and data thatcan be utilized by the customer service representative.

The instructions can be executed to, for example, allow at least one ofthe number of customer service representative computing devices (e.g.,computing device 102) to control a customer's computing device 112 suchthat the customer service representative or executable instructions(e.g., provided on computing device 102) can select information, relatedto the phone based customer service representative interaction, todisplay on the customer's computing device 112 and display the selectedinformation on a display of the customer's computing device 112.

As shown in FIG. 1, system 100 includes a customer service center 118that includes a number of customer service representative phone devices(e.g., customer service representative phone device 116) and a number ofcomputing devices (e.g., computing device 102). Although the embodimentillustrated in FIG. 1 includes one customer service representative phonedevice and one computing device, embodiments of the present disclosureare not so limited, and can include any number of customer servicerepresentative phone devices and computing devices.

The computing devices can include, for example, a number of processors(e.g., processor 106) and memory (e.g., memory 104) coupled to theprocessors. The system can also include a number of databases. In theembodiment of FIG. 1, several databases 108-1, 108-2, . . . 108-N areillustrated. Such databases are also forms of memory, but are typicallyused to store data, but are not limited to storing data therein. Itshould be noted, that the use of the identifier N herein with regard toa number of items indicates that any number of items may be used.

Memory 104 can be volatile or nonvolatile memory. Memory 104 can also beremovable, e.g., portable memory, or non-removable, e.g., internalmemory. For example, memory 104 can be random access memory (RAM) orread-only memory (ROM).

Memory 104 can, for example, be dynamic random access memory (DRAM),electrically erasable programmable read-only memory (EFPROM), flashmemory, phase change random access memory (PCRAM), compact-diskread-only memory (CD-ROM), a laser disk, a digital versatile disk (DVD)or other optical disk storage, and/or a magnetic medium such as magneticcassettes, tapes, or disks, among other types of memory.

Further, although memory 104 is illustrated as being located incomputing device 102, embodiments of the present disclosure are not solimited. For example, memory 104 can also be located internal to anothercomputing resource, e.g., enabling computer readable instructions to bedownloaded over a network, such as the Internet, or another wired orwireless connection.

Memory 104 can store executable instructions, such as, for example,computer readable instructions (e.g., software). Processor 106 canexecute the executable instructions stored in memory 104.

In one or more embodiments of the present disclosure, computing device102 can communicate information stored in memory, such as memory 104 ordatabases 108-1, 108-2, . . . , 108-N, to the customer computing device112. Computing device 102 can communicate this information via a network110, such as, for example, a wide area network (WAN) such as theInternet, a local area network (LAN), a personal area network (PAN), acampus area network (CAN), or metropolitan area network (MAN), amongother types of networks.

As used herein, a “network” can provide a communication system thatdirectly or indirectly links two or more computers and/or peripheraldevices and allows users to access resources on other computing devicesand exchange messages with other users. A network can allow users toshare resources on their own systems with other network users and toaccess information on centrally located systems or on systems that arelocated at remote locations.

A network may provide connections to the Internet and/or to the networksof other entities (e.g., organizations, institutions, etc.). Users mayinteract with network-enabled software applications to make a networkrequest, such as to get a file from other network resources. Forinstance, applications may also communicate with network managementsoftware, which can interact with network hardware to transmitinformation between devices on the network.

The customer's computing device 112 can be any suitable computing deviceand can also include a processor and memory thereon or associatedtherewith (not shown in FIG. 1). For example, one suitable device wouldbe a portable computing device.

In some embodiments, the device may have a touch screen display (e.g.,such as the device illustrated in FIGS. 2A-2D) thereby allowing thecustomer to interact with the information displayed by the customerservice representative or executable instructions. In some embodiments,the computing device can be a smart phone wherein the phone basedinteraction and the computer based interaction can happen on the samedevice.

In some embodiments, the user can sign up for the added computing deviceinteraction capability and download executable instructions to allow thecustomer service representative's computing device 102 to have access tothe customer's computing device 112. This can be accomplished, forexample, before any such customer service interactions occur (e.g., thecustomer may elect the option when accounts or products are initiallyopened or purchased or the election could be made via a website afterthe opening of an account or purchase of a product) or the election canbe made during the phone interaction with the customer servicerepresentative.

In various embodiments, the system 100 can receive an authorityconfirmation from the customer to authorize the customer servicerepresentative's computing device 102 to access the customer's computingdevice 112 to display the selected information on the customer'scomputing device 112 (e.g., on a display of the customer's computingdevice 112). In various embodiments, at least one of the number ofcustomer service representative computing devices (e.g., customerservice representative's computing device 102) sends a request forauthorization to access the customer's computing device 112 to thecustomer.

Once the computing device interaction between the customer servicerepresentative's computing device 102 and the customer's computingdevice 112 has been established, the customer service representative canselect information to be sent to the customer's computing device 112. Insome embodiments, the selection of the information can be made beforethe establishment of the computing device interaction and, in someembodiments, executable instructions can use the selection of theinformation to be sent via a computing device interaction as a triggerto initiate such an interaction between the customer servicerepresentative's computing device 102 and the customer's computingdevice 112.

The information that can be provided to the customer's computing device112 can be any information that may better provided by a computingdevice rather than via phone (e.g., via voice). For example, theinformation can be duplicative of information conveyed by phone or canbe additional or supplemental information.

Information can also be conveyed in various forms, such as by use oficons, such as buttons, or text. For example, in some embodiments, theselected information can be one or more buttons to allow the customer tomake a selection of one or more actions that can be taken during thecustomer service representative interaction. FIG. 2A illustrates onesuch implementation of a computing device interaction.

FIG. 2A illustrates a display of a user device having informationprovided in accordance with one or more embodiments of the presentdisclosure. In the embodiment of FIG. 2A, a customer's computing device212 is illustrated. Customer's computing device 212 can be, for example,customer's computing device 112 previously described in connection withFIG. 1.

On the display 220 of the device 212, a number of buttons 222-1, 222-2,222-3, . . . , 222-N are provided. These buttons can provide informationregarding the phone interaction taking place with a customer servicerepresentative (e.g., the customer service representative previouslydescribed in connection with FIG. 1). As used herein, the term customerservice representative can include automated customer service systems,for example, those utilizing voice recognition software or touch padinteraction among other such systems.

The buttons in the present example can allow a user to select the natureof their communication, namely, banking 222-1, insurance 222-2,investments 222-3, and customer service 222-N. As discussed above, suchembodiments may be beneficial for users who have difficulty navigatingphone based customer service systems due, for example, to speech orlanguage issues, among other benefits.

FIG. 2B illustrates a display of a user device having another set ofinformation provided in accordance with one or more embodiments of thepresent disclosure. In this example, the upper portion of the display220 of the device 212 provides general information about one or more ofthe products being discussed or to be discussed (in this case a bankingproduct) during the phone interaction between the customer servicerepresentative and the customer. This information (e.g., checkingaccount information 224 and 228 and savings account information 226) mayprovide the customer some context when discussing options (e.g., payingbills, opening new accounts, transferring funds, etc.) with the customerservice representative during the phone interaction, among otherbenefits.

In this example, the screen has been bifurcated and the lower portion ofthe screen 230 provides policy information that the customer can read tounderstand changes to their policy that may affect their decisions whentalking with the customer service representative. The providing of suchinformation on the display of the computing device can have a number ofbenefits.

For example, if the interaction between the customer and the customerservice representative were only taking place via phone (e.g., viavoice), the customer service representative would have to read theentire document to the customer which would take time to do so and maybe difficult for the customer to follow. Additionally, the customer nowhas a copy of the policy changes document that they can review and toadd to their file of banking information they may be keep so they canreference it later and the customer service representative has a recordthat the customer has received a copy which may be helpful if a disputearises over a policy change, among other benefits.

Additionally, in some embodiments, executable instructions can beutilized to allow the customer to review and sign the document (e.g.,electronically) regarding a subject being discussed via the phone by thecustomer service representative and the customer. This can beaccomplished, for example, through any suitable electronic signatureprotocol. In some embodiments, the document could be printed, signed,and scanned to provide a signed version of the document.

An electronic signature can also be accomplished via one or morecustomer selectable icons where the selection of one of the icons by thecustomer indicates their electronic signature. Such an embodiment couldbe accomplished, for example, by segmenting the display into multipleportions to display a document sent from the customer servicerepresentative and one or more customer selectable icons to allow thecustomer to make a selection therefrom and wherein the document and theone or more icons are regarding a subject being discussed via the phoneby the customer service representative and the customer and wherein oneof the icons indicates the customer's acceptance of the terms of thedocument being signed.

In various embodiments, executable instructions can be used forreceiving the signed document with one of the number of customer servicerepresentative computing devices and routing the document back to aparticular computing device of the customer service representativeduring the period of the phone based customer service representativeinteraction.

FIG. 2C illustrates a display of a user device having another set ofinformation provided in accordance with one or more embodiments of thepresent disclosure. In the example presented in FIG. 2C, the display 220of the device 212 has again been bifurcated with the upper portion 232providing general information about the product being discussed or to bediscussed (in this case a banking product) between the customer and thecustomer service representative.

The lower portion 234 of the display 220 provides information aboutanother product that may be of interest to the customer. For example,the customer service representative may have seen the large balance inthe customer's account and may have selected information regarding analternative, additional, or supplemental account that is to be sent tothe customer's computing device 212. In some embodiments, executableinstructions may initiate the sending of this information to thecustomer either automatically, through examination of the customer'saccount data, or at the initiation of the customer servicerepresentative.

In the embodiment illustrated in FIG. 2C, the offer of an additionalproduct also includes a selection indicator icon 236 (e.g., button) toallow the customer to indicate to the customer service representativethat they would be interested in the other product or would like moreinformation about the other product.

In this example, if the customer clicks the button, an indication issent to the customer service representative that they should discuss theother account with the customer during the phone interaction. Thecustomer service representative can, in some embodiments, also selectinformation about the other account to be sent to the computing deviceof the customer to be displayed thereon. This may be beneficial, forexample, because the customer can review the information while thecustomer service representative is handling other tasks with regard tothe subject matter being discussed thereby reducing the amount of timethe interaction may take, among other benefits.

FIG. 2D illustrates a display of a user device having another set ofinformation provided in accordance with one or more embodiments of thepresent disclosure. In this example, the display 220 of device 212provides a summary 238 of changes discussed to an insurance product.

This may be beneficial, for example, because it may allow the customerto more easily ascertain the scope of the changes being made than if thechanges had been recited via phone by the customer servicerepresentative. Additionally, the example provides a number of buttonsthat can be selected by the customer to allow the customer to accept thechanges 240-1, adjust one or more of the changes 240-2, or adjust all ofthe changes proposed 240-3.

The selection by the customer can initiate the sending of a messageregarding the decision of the customer to the customer servicerepresentative so that they can determine what action should be takennext regarding the proposed changes. Such functionality can allow thecustomer to make the selections and/or allow the customer servicerepresentative to potentially record the acceptance of the proposedchanges should any issue arise regarding their acceptance, among otherbenefits.

FIG. 3 illustrates a method according to one or more embodiments of thepresent disclosure. The method can be performed by a system, such as,for example, system 100 previously described in connection with FIG. 1.

The embodiment of FIG. 3 includes allowing at least one of a number ofcomputing devices to control a customer's computing device at block 350.Such functionality and how it could be accomplished is discussed abovewith respect to FIG. 1. This functionality allows the customer servicerepresentative or executable instructions to select and send informationto the customer's computing device to be displayed thereon, aspreviously described herein.

In block 352, the method includes, controlling the customer's computingdevice via one or more of the at least one computing devices such thatthe customer service representative or executable instructions canselect information, related to a phone based customer servicerepresentative interaction, to display on the customer's device. Themethod of FIG. 3 also includes displaying the selected information on adisplay of the customer's computing device, at block 354.

In some embodiments, methods can include receiving information from thecustomer's computing device indicating a selection has been made by thecustomer regarding a subject being discussed via the phone by thecustomer service representative and the customer. In some methodembodiments, the method includes initiating a set of executableinstructions to generate one or more icons on the display of thecustomer's computing device to allow the customer to make one or moreselections regarding a subject being discussed via the phone by thecustomer service representative and the customer. One such example ofthese functionalities is provided and discussed with respect to FIG. 2D.

In various embodiments, a method can include initiating a set ofexecutable instructions to send a document to the customer's computingdevice to allow the customer to review the document regarding a subjectbeing discussed via the phone by the customer service representative andthe customer. Some method embodiments can include initiating a set ofexecutable instructions to send a document to the customer's computingdevice to allow the customer to review and sign the document regarding asubject being discussed via the phone by the customer servicerepresentative and the customer and for receiving with one of the numberof computing devices and routing the document back to a computing deviceof the customer service representative during the period of the phonebased customer service representative interaction. One such example ofthese functionalities is provided and discussed with respect to FIG. 2D.

FIG. 4 illustrates another method according to one or more embodimentsof the present disclosure. As with the method of FIG. 3, this method canbe performed by a system, such as, for example, system 100 previouslydescribed in connection with FIG. 1.

The embodiment of FIG. 4 includes allowing at least one of the number ofcomputing devices to control a customer's computing device such that thecustomer service representative or executable instructions can selectinformation, related to a phone based customer service representativeinteraction, to display on the customer's device, at block 460. Themethod also includes displaying the selected information on a display ofthe customer's computing device, at block 462.

In some embodiments, the selected information can be one or moreadvertisements for additional, alternative, supplemental products orproducts unrelated to the product being discussed via the phoneinteraction. As used herein, the term product can include any suitableitem or service that would benefit from a customer service availabilityfor customers.

For example, in some embodiments, advertisements can be sent to thecustomer's computing device during a wait time to speak with a customerservice representative (e.g., queue time) to utilize the queue time toplay advertisements while the customer waits for a customer servicerepresentative to answer their phone or come back on the line if theyhave put the customer on hold.

For example, if the customer selects to speak with a customer servicerepresentative and the message that is played states that the hold timeis 5 minutes, during that time while the customer waits one or moreadvertisements can be presented to the customer. In some embodiments, anad could be presented and the customer may have the capability to “Like”or select ask for more information for products offered so that by thetime the customer service representative answers the line and they aredone assisting the customer with the issue that was the initial point ofthe phone interaction, the customer service representative couldreference the “Liked” product for discussion and a potential acquisitionof the product by the customer.

In some embodiments the information provided to the customer's computingdevice can be selected based upon customer information stored in one ormore computing devices accessible by the customer servicerepresentative. For example, the information could be stored on devices102 and/or 108-1, 108-2, . . . and/or 108-N and accessed by the customerservice representative via computing device 102.

Although specific embodiments have been illustrated and describedherein, those of ordinary skill in the art will appreciate that anyarrangement calculated to achieve the same techniques can be substitutedfor the specific embodiments shown. This disclosure is intended to coverany and all adaptations or variations of various embodiments of thedisclosure.

It is to be understood that the above description has been made in anillustrative fashion, and not a restrictive one. Combination of theabove embodiments, and other embodiments not specifically describedherein will be apparent to those of skill in the art upon reviewing theabove description.

The scope of the various embodiments of the disclosure includes anyother applications in which the above structures and methods are used.Therefore, the scope of various embodiments of the disclosure should bedetermined with reference to the appended claims, along with the fullrange of equivalents to which such claims are entitled.

In the foregoing Detailed Description, various features are groupedtogether in example embodiments illustrated in the figures for thepurpose of streamlining the disclosure. This method of disclosure is notto be interpreted as reflecting an intention that the embodiments of thedisclosure require more features than are expressly recited in eachclaim.

Rather, as the following claims reflect, inventive subject matter liesin less than all features of a single disclosed embodiment. Thus, thefollowing claims are hereby incorporated into the Detailed Description,with each claim standing on its own as a separate embodiment.

1. A system for computing device assistance for phone based customerservice representative interaction, comprising: a number of customerservice representative computing devices having processors and memorythereon for the storage of executable instructions and data, wherein theinstructions are executed to: allow at least one of the number ofcustomer service representative computing devices to control acustomer's computing device such that the customer servicerepresentative or executable instructions can select information,related to a phone based customer service representative interaction, todisplay on the customer's computing device; display the selectedinformation on a display of the customer's computing device; and allowat least one of the number of customer service representative computingdevices to receive an authority confirmation from a customer toauthorize the at least one of the number of customer servicerepresentative computing devices to access the customer's computingdevice to display the selected information.
 2. The system of claim 1,wherein the instructions are executable to allow at least one of thenumber of customer service representative computing devices to send arequest for authorization to access the customer's computing device tothe customer.
 3. The system of claim 1, wherein the selected informationis one or more buttons to allow the customer to make a selection of oneor more actions that can be taken during the phone based customerservice representative interaction.
 4. The system of claim 1, whereinthe selected information is a document to be reviewed by the customer.5. The system of claim 1, wherein the selected information isinformation about a product being discussed by the customer servicerepresentative and the customer during the phone based customer servicerepresentative interaction.
 6. The system of claim 1, wherein theselected information is information about products that may be ofinterest to the customer based upon a subject being discussed by thecustomer service representative and the customer during the phone basedcustomer interaction.
 7. A method of using a computing deviceinteraction to assist with a phone based customer service representativeinteraction, comprising: allowing at least one of a number of computingdevices to control a customer's computing device; controlling thecustomer's computing device via one or more of the at least onecomputing devices such that a customer service representative orexecutable instructions can select information, related to a phone basedcustomer service representative interaction, to display on thecustomer's computing device; displaying the selected information on adisplay of the customer's computing device; and receiving informationfrom the customer's computing device indicating a selection has beenmade by the customer regarding a subject being discussed via the phonebased customer service representative interaction by the customerservice representative and the customer.
 8. The method of claim 7,wherein the method includes generating one or more icons on the displayof the customer's computing device to allow the customer to make one ormore selections regarding a subject being discussed via the phone basedcustomer service representative interaction by the customer servicerepresentative and the customer.
 9. The method of claim 7, wherein themethod includes sending a document to the customer's computing device toallow the customer to review the document regarding a subject beingdiscussed via the phone based customer service representativeinteraction by the customer service representative and the customer. 10.The method of claim 7, wherein the method includes: sending a documentregarding a subject being discussed via the phone based customer servicerepresentative interaction by the customer service representative andthe customer to the customer's computing device to allow the customer toreview and sign the document; and receiving the document with one of thenumber of computing devices and routing the document back to a computingdevice of the customer service representative during the phone basedcustomer service representative interaction.
 11. The method of claim 7,wherein the method includes segmenting the display into multipleportions to display multiple items thereon regarding a subject beingdiscussed via the phone based customer service representativeinteraction by the customer service representative and the customer. 12.The method of claim 7, wherein the method includes segmenting thedisplay into multiple portions to display a document sent from thecustomer service representative and one or more customer selectableicons to allow the customer to make a selection therefrom and whereinthe document and the one or more icons are regarding a subject beingdiscussed via the phone based customer service representativeinteraction by the customer service representative and the customer. 13.The method of claim 12, wherein the method includes receiving customerselection information with one of the number of computing devices androuting the selection information back to a computing device of thecustomer service representative during the phone based customer servicerepresentative interaction.
 14. A non-transitory machine readable mediumhaving a set of machine executable instructions stored thereon forexecution by a processor to cause a machine to: allow at least one of anumber of customer service representative computing devices to control acustomer's computing device such that a customer service representativeor executable instructions can select information, related to a phonebased customer service representative interaction, to display on thecustomer's computing device; display the selected information on adisplay of the customer's computing device; and receive customerselection information with one of the number of computing devices androuting the selection information back to a computing device of thecustomer service representative during the phone based customer servicerepresentative interaction.
 15. The medium of claim 14, wherein theselected information is one or more advertisements.
 16. The medium ofclaim 15, wherein the one or more advertisements are selected based uponinformation related to subject matter of the phone based customerservice representative interaction.
 17. The medium of claim 15, whereinthe one or more advertisements are selected based upon customerinformation stored in one or more computing devices accessible by thecustomer service representative.
 18. The medium of claim 14, wherein thedisplay is a touch screen display thereby allowing the customer tointeract with the information displayed by the customer servicerepresentative or executable instructions.